question How to send an email from ServiceNow? in Common Service Data Model forum

How to send an email from ServiceNow?

dev115415 — Mon, 29 May 2023 10:48:01 GMT

Hello I want to send an email to some person based on some logic of my app. I would like to do this from ServiceNow-> Script Include. How to do this?

Re: How to send an email from ServiceNow?

OlaN — Mon, 29 May 2023 11:10:09 GMT

Hi,

One way to do this is to have the script include generate an event, and register an email notification that is sent when the event occurs.

Have a look at the Docs to get an example on how to work with events.

Re: How to send an email from ServiceNow?

Nizam — Mon, 29 May 2023 11:17:20 GMT

Hi,

May this will work,

There are two ways to send an email from ServiceNow:

From a record

To send an email from a record, follow these steps:

Go to the record that you want to send the email from.
Click the More Options button and select Email.
In the Email window, enter the email addresses of the recipients in the To field.
Enter the subject of the email in the Subject field.
Enter the body of the email in the Body field.
Click the Send button to send the email.
From the ServiceNow console

To send an email from the ServiceNow console, follow these steps:

Click the Email button in the ServiceNow console.
In the Email window, enter the email addresses of the recipients in the To field.
Enter the subject of the email in the Subject field.
Enter the body of the email in the Body field.
Click the Send button to send the email.

Prerequisites

Before you can send an email from a ServiceNow instance, you must ensure that the following prerequisites are met:

The Enable email sending (SMTP) system property is set to Yes.
The SMTP server settings are configured correctly.
The user account that you are using has the Send Email permission.

Troubleshooting

If you are having problems sending emails from a ServiceNow instance, you can try the following troubleshooting steps:

Verify that the Enable email sending (SMTP) system property is set to Yes.
Verify that the SMTP server settings are configured correctly.
Verify that the user account that you are using has the Send Email permission.
If you are still having problems, contact your ServiceNow administrator for assistance.

Re: How to send an email from ServiceNow?

Community Alums — Mon, 29 May 2023 11:23:23 GMT

Hello @dev115415 ,

You can create a record in the event registry.

Create notification and in when to send select when event is fired and select the event name.

Then in script include call the event (use, gs.addEventQueue() function).

If this solves your query, mark this as correct and helpful.

Regards

Anand

Re: How to send an email from ServiceNow?

dev115415 — Mon, 29 May 2023 12:02:34 GMT

Hello can I put the sender of email to be an arbitrary person(not the same as servicenow user).

Re: How to send an email from ServiceNow?

dev115415 — Mon, 29 May 2023 12:21:54 GMT

Hello, I have done the first 2 steps. Now how to specify the sender of email id(I have a requirement to put a different person's email id than servicenow instance creator's email id) and its content? Also could you please elaborate 3rd step. I do not see the gs.addEventQueue function. I tried using gs.eventQueue('x_104123_needlt.EmailEvent1'); but this is not sending email.

Re: How to send an email from ServiceNow?

OlaN — Mon, 29 May 2023 13:21:21 GMT

In the notification you create, you can specify the sender of the email, if needed.

Re: How to send an email from ServiceNow?

Mohit Kaushik — Mon, 29 May 2023 13:24:15 GMT

@dev115415 ,

You need to pass your parameters correctly in the gs.eventQueue().

gs.eventQueue() contains 4 parameters which are as follows:

name: name of the event,

object: record for which you want the notification to get triggered, you can get your record object from the script include.

parm1: first parameter of the event (it can be a string value (email, name etc.)

parm2: second parameter of the event (it can be a string value (email, name etc.)

so your code should be something like this:

gs.eventQueue('x_104123_needlt.EmailEvent1',object record,'email of reciever','keep it empty string or pass any value which you want to send in the parameter');

Then in your notification settings you can select 'Event parm 1 contains recipient' or 'Event parm 2 contains recipient' checkbox. Based on your code you can do the selection. These two checkbox you should be able to see in the advance view of your notification's 'Who will receive' section.

Please mark this as correct and helpful if it solved your query.

Re: How to send an email from ServiceNow?

dev115415 — Thu, 01 Jun 2023 08:15:11 GMT

Hello Thank you for your response

I will tell what I have done.

1. I created an Event Registry simply.

2. I created a Notfication

3. I created a Script Include and there I used

gs.eventQueue('x_8041114_needlt.EmailEvent1',current,'abc@gmail.com','axyz@gmail.com');

Update

Now I am able to send the email but I have to use the glideobject as 2nd parameter. But I do not want to use that. I do not want to use glideobject because my business logic doesn't need it. I want to use eventQueue() in a way that I pass the event name that will be fired, and some normal parameters but no glideobject. How should I write eventQueue();

Re: How to send an email from ServiceNow?

dev115415 — Mon, 29 May 2023 17:10:53 GMT

thanks for your help. but still I am not receiving the mail. Interestingly I see the mails in Outbox in ServiceNow but they are not sent.

Could you please tell will I be able to send from a gmail like abc@gmail.com to xyz@gmail.com?

Re: How to send an email from ServiceNow?

OlaN — Mon, 29 May 2023 18:14:10 GMT

In the previous question you asked about changing the sender of the email.

Now I believe you are asking about configuring the receiver of the email, which can be done in another section (Who will receive) of the notification

I'm not following on how you mean by "send from a gmail", do you mean you want to send the email to a gmail address?

Re: How to send an email from ServiceNow?

dev115415 — Mon, 29 May 2023 18:26:55 GMT

I want to send email from a gmail account say sender1@gmail.com to receiver1@gmail.com

Re: How to send an email from ServiceNow?

Riya Verma — Mon, 29 May 2023 18:29:18 GMT

Hi @dev115415 ,

Hope you are doing great . Can you please check the email properties. If the email is added where you want to get the notification if you are getting in outbox and not receiving.

Re: How to send an email from ServiceNow?

OlaN — Tue, 30 May 2023 06:52:05 GMT

You can change all the required details in the notification you've created.

See example images below.

Do note, that for the emails to actually be sent from your PDI, you will need to activate email sending and receiving in your PDI, otherwise the email is only available in the instance by navigating to:

System Mailboxes > Sent

Re: How to send an email from ServiceNow?

dev115415 — Tue, 30 May 2023 06:55:06 GMT

Hello I have done all this and my mails are coming in sent tab of ServiceNow also. But I am not receiving these mails to my actual mail id. What to do

Re: How to send an email from ServiceNow?

Mohit Kaushik — Tue, 30 May 2023 07:28:39 GMT

Hi @dev115415,

You are performing all these operations in your PDI? If yes then email notifications are disabled in PDIs by ServiceNow. If you are able to see the notifications in your sent box that means the emails are getting triggered and the same will work in your company instance properly.

Please mark this answer as correct and helpful, if it solved your query.

Re: How to send an email from ServiceNow?

dev115415 — Tue, 30 May 2023 07:46:48 GMT

I ticked on the message sending and receiving facility. My point of concern is let us say we have an email id like sender1@mit.edu then will I be able to do. Because how can one send email from such email id without password and server things. But that is my business requirement.

Re: How to send an email from ServiceNow?

OlaN — Tue, 30 May 2023 07:50:55 GMT

Then you have done everything you can.

Recently ServiceNow have disabled the possibility to send out actual emails from PDI:s.

https://developer.servicenow.com/blog.do?p=/post/sending-emails-from-pdis/

Re: How to send an email from ServiceNow?

dev115415 — Tue, 30 May 2023 08:30:01 GMT

what about company purchased instance. does it have this facility?

Re: How to send an email from ServiceNow?

Barry Kant — Tue, 30 May 2023 08:33:32 GMT

I think this is not the right community for this topic.